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Technical Support Specialist

2 months ago

Bangalore Metropolitan Area, India Kratos Gamer Network Full time

Company Description:

Kratos Studios, since 2022, is on a mission to on-board millions of micro-gaming communities across emerging markets to Web3 in order to create the most powerful P.O.G. (Proof of Gamer) Engine & The Kratos Gaming Network (KGeN). The P.O.G Engine will empower gamers & game developers across the globe to interact with one another in a seamless manner via the multi-chain gaming data network - KGEN.


Role Description

We are seeking a dedicated and detail-oriented Tech Support Specialist to join our team.

The ideal candidate will be responsible for managing the support process end to end,

overseeing the ticket lifecycle, and ensuring effective communication with users and

stakeholders. This role requires a proactive individual with strong problem-solving skills and

a passion for delivering excellent customer service.

Primary Responsibilities:

1. Managing Support Process and Ticket Lifecycle:

○ Oversee the entire support process from ticket creation to resolution.

○ Ensure tickets are properly logged, categorised, and prioritised.

○ Track and manage the ticket lifecycle to ensure timely resolution.

2. Communication:

○ Act as the primary point of contact for ticket owners, escalators, and users.

○ Communicate effectively to understand and address user issues.

○ Provide regular updates to users on the status of their tickets.

3. Ticket Updates and User Information:

○ Ensure all tickets are accurately updated with relevant information.

○ Keep users informed about the progress and status of their support requests.

○ Escalate complex issues to appropriate teams and follow up to ensure

resolution.


4. Weekly Summary Reports:

○ Compile and send weekly summary reports to stakeholders.

○ Highlight key issues, trends, and resolutions in the support process.

○ Provide insights and recommendations for process improvements.


Additional Responsibilities:

1. Technical Support:

○ Provide technical assistance and support for incoming queries and issues

related to computer systems, software, and hardware.

○ Diagnose and troubleshoot technical issues, both remotely and on-site.

○ Guide users through step-by-step solutions.

2. System Maintenance:

○ Perform regular system updates and maintenance to ensure optimal

performance.

○ Assist in the installation, configuration, and maintenance of IT systems and

applications.


3. Knowledge Base Management:

○ Develop and maintain a comprehensive knowledge base of common issues

and solutions.

○ Create and update documentation for internal and external use.

4. Training and Guidance:


○ Provide training and guidance to users on best practices and efficient use of

technology.

○ Conduct training sessions for new employees on IT systems and procedures.

5. Continuous Improvement:

○ Monitor and analyse support metrics to identify areas for improvement.

○ Participate in team meetings to discuss and implement support process

enhancements.


Qualifications:

● Bachelor's degree in Science/Computer Science, Information Technology, or a

related field.

● Proven 2-3 years experience in a tech support role or similar position.

● Good understanding of computer systems, mobile devices, and other tech products.

● Excellent problem-solving and communication skills.

● Ability to manage multiple tasks and prioritise effectively.

● Customer-focused mindset with a commitment to providing high-quality service.

● Familiarity with ticketing systems and support software such as Zoho and JIRA.

Work Environment:

● This position may require occasional evening or weekend work to handle urgent

support issues.

● The role is primarily office-based.


Join our team and be a key player in delivering top-notch technical support to our users.

Your expertise and dedication will help us maintain a high standard of service and ensure the

smooth operation of our IT systems. Apply today and become a vital part of our tech support

team